Get started with Jira Service Management for admins
Your first stop for learning how to get started with Jira Service Management.
After your customers send requests to your service project team, they become issues for your agents to resolve. The issue view is where you go to resolve these issues. Agents spend most of their time there, so it’s important to understand it well. Learn more about the issue view.
From the issue view, you can:
get the details of a customer request
communicate with the customer or your service project team members
add attachments that help resolve the issue
collaborate with teams on other Jira applications or other Atlassian cloud applications
share knowledge base articles with the customer, if your service project is linked with Confluence
transition the issue through its workflow, including resolving it
To see the issue view, just go to your Queues and select an issue.
Update issue details from the issue view
As you work, you may need to add more information by updating the issue details.
Link issues, pages, and app content from the issue view
Get everything that can help you onto the issue view so you can work in one place.
Watch, share and comment from the issue view
Stay up to date on an issue with notifications when something happens, and keep your team up to date by sharing it.
Move an issue through its workflow from the issue view
How to move your issue along the workflow pipeline.
Talk to the customer or team members from the issue view
Communicate with the customer who raised the request and your teammates straight from the issue view.
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